Head of Grab Support, Thailand
Core
Lead end-to-end customer experience strategy and operations for Grab in Thailand, serving as the primary operational partner with BPO teams to drive user retention and revenue growth.
Role type
Senior IC Head of Customer Experience (Thailand)
Builds
AI-enabled, digital-first support models and regional CX frameworks
Domain
Ride-hailing, food delivery, and financial services (Super-app) in Thailand
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
CX strategy design, BPO vendor management, AI/automation adoption, data-driven operations, change management, stakeholder alignment
Preferred skills
Experience in high-growth tech platforms or super-apps, connecting support to commercial outcomes
Technologies
Salesforce Service Cloud, PowerBI, Microsoft D365
Responsibilities
Synthesize VOC/CSAT/NPS data to design systemic solutions, benchmark against global CX leaders, guide BPO vendor accountability and quality calibration, lead transition to AI-enabled support, build capability roadmaps for in-house and BPO talent
Seniority
Senior, hands-on IC
